Bilingual Customer Success Manager (Entreprise)

About Us

AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants.

AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system—giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint.

AfterShip integrates seamlessly with ecommerce platforms including Shopify and TikTok Shop, and connects with more than 1,200 carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Vivino, Harry’s, Mous, and Rakuten—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases.

Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide.

Your Mission: 

As a Bilingual (French & English) Customer Success Manager (CSM) based in Barcelona, you will be the primary point of contact for our enterprise customers with lower ARR accounts. Reporting directly to the Manager of Customer Success, you will collaborate closely with Technical Account Managers, Renewals Manager, Product, Sales, Marketing, Partnerships, and Enablement teams to ensure our customers achieve their goals using AfterShip’s platform.

You will guide customers through onboarding, adoption, and ongoing engagement, delivering meaningful business value through regular check-ins, business reviews (QBRs), and proactive guidance. You will also contribute to renewals, adoption of our products, and overall customer retention.

What You’ll Do: 

• Thoroughly understand all aspects of the AfterShip platform in order to explain the technology to all types of users.
• Lead onboarding and adoption of AfterShip solutions for assigned enterprise accounts.
• Collaborate with Technical Account Managers to ensure smooth implementations and customer satisfaction.
• Prepare and deliver Quarterly Business Reviews (QBRs), highlighting account performance, drive value, discovery, insights, and growth opportunities.
• Act as the customer’s trusted advisor, providing best practices, guidance, and proactive solutions.
• Coordinate cross-functionally with Sales, Solution Architects, Engineers, Product, and other teams to escalate and resolve issues and deliver value.
• Monitor and drive key metrics, including ARR renewal, customer retention, product adoption, and customer satisfaction.
• Communicate best practices and new product features to evangelize with customers, as well as  delivering customer feedback to the Product team.

Who We're Looking For:

• 2+ years of experience in a customer-facing, technical role in SaaS, ideally in eCommerce or marketing automation.
• Strong customer-facing skills, radiating professionalism, poise, and enthusiasm.
• Ability to understand technical solutions and explain them in simple terms to customers.
• Proven track record managing multiple accounts and delivering projects simultaneously.
• Strong communication, presentation, and relationship-building skills.
• Experience creating and delivering business reports, preferably QBRs.

Language & Location Requirements:

• Fluent in English and French (required).
• Located in Barcelona, Spain, with experience working in international teams.

Work Setup: Hybrid, Barcelona-based, with access to a private office space at Aticco Urquinaona. Minimal travel may be required.

At AfterShip, we know great talent doesn’t always fit every requirement. If you’re passionate about our mission and believe you can make an impact, we encourage you to apply. 

Why You Should Join Us: 

• Great Place to Work Certified: We’ve been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration.
• Innovative & Inclusive Culture: Started by our software engineer-turned-CEO, AfterShip is built on curiosity, creativity, and collaboration. We’re a passionate, global team of problem solvers who put egos aside to innovate together. We take immense pride in fostering a culture that’s inclusive, which has allowed us to surround ourselves with the industry's most talented professionals.
• Ambitious Mission with Real Impact: Join us in transforming eCommerce by making buying and selling easier for everyone. It’s one of the most dynamic spaces in tech, with limitless opportunities to innovate and grow.
• Thrive & Grow: There’s no ceiling to what you can achieve or learn here. We’re committed to empowering your career while advancing together as a company.
• Flexible Work Setup: We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (i.e., Toronto, Austin, Barcelona). You’re empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you’ll be able to have a schedule that fits your working style and the requirements of your role.

Perks:

• Competitive compensation
• Remote-first/hybrid-flexible work setups
• Healthcare coverage offered from day 1
• Unlimited PTO
• Annual learning & wellness benefit
• Monthly book perk
• Career progression & professional development
• In-office lunch and commuter benefits for those located in our hub locations

We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs.